Wanna get better and faster support answers?

Sometimes our support has to answer your tickets with additional questions and this causes delays in the resolution. Spending a few extra minutes composing the initial issue submission can save you hours. In this post I will show you 7 simple things to save time and arrive at the solution faster.

1. Check the Documentation

Many answers to your questions are already available in these sources:

4. Which environment are you working in?

5. Error message & issue replication information

Please capture any error or exception messages (with debug mode turned on, if possible, Event log) that you are getting and send them along copied and pasted into your email or as a screenshot, or send it as a recorded screencast.

6. Custom code & modifications information

If you are developing any custom code (web parts, controls, modules, etc.) or modifying any default code files, please let us know and provide us with your code and information as to where and how you are using it.

7. Specific details of what you are trying to achieve

Questions like “How do I achieve this?” or “I want to implement this.” with no further details are hard to answer. It is much appreciated if you can include a description of expected behavior or if you can offer a short use-case example.

We’ll probably still need to ask you more questions in special cases, but at least we know which questions to ask! It is also possible that we request a site export package or a backup of your database and project in order to reproduce and debug the issue.